COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS
For Global 1000 leaders with complex ambitions, TeleTech is the go-to
partner for unmatched total value in transforming customer experience
and enterprise goals into new realities.
Corporate Overview
I NEED AGO-TO PARTNER
Our VisionWe design, build, implement,
and manage superior customer
experiences across the
customer life cycle in order to
drive shareholder value.
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 1
Experience Matters
A Track Record of Expertise
TeleTech has focused on making
ambitious goals reality for our clients
and their customers. From our earliest
days, we’ve supported the large and
rapidly growing customer management
market. We enable companies to
leverage our emerging technologies
and global footprint to meet the rapidly
changing needs of their customers.
TeleTech has continued to evolve
to meet our clients’ scalability and
geographical requirements. We build
long-term relationships and create
technology advances in customer
experience delivery that allow our clients
to seamlessly serve their customers
around the world. As customer
demands rise, enterprises turn to us
in greater numbers to learn how to get
more from their existing resources.
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected
global economy have altered the face of business forever. To compete, companies need to be smarter, faster,
and more agile. They need the ability to deliver seamless, effortless experiences for their customers while
providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands
need a partner with experience. TeleTech leads the way.
For 30 years, we have been collaborating with the world’s leading companies to architect and execute
differentiated service experiences across the customer life cycle. And now, given the new market forces that
demand exceptional customer focus, our value proposition is more relevant than ever before.
From our inception, we have occupied the intersection of technology and customer experience. Our fully
integrated platform has been designed for clients who are seeking a strategic partner who can deliver
measurable outcomes. It has been architected to provide all of the capabilities that an organization needs to
create a differentiated customer experience across all channels and all phases of the customer life cycle. It
balances the latest innovations in technology with the empathy of human contact and allows our clients to
focus on their core competencies while TeleTech focuses on ours - delivering superior customer experiences.
“Today’s products and
services commoditize quickly.
Successful companies know
that the service experience
defines their brand, and
that brand perception drives
customer affinity.”
- Ken Tuchman, Chairman
and CEO, TeleTech
2Corporate overview
For global leaders with complex challenges, TeleTech serves as the go-to partner for unmatched total value.
We’ve earned an enviable reputation for transforming the goals of our clients and their customers into new
ways of thinking, performing, and buying. Our deep operational heritage and unrivaled innovation make it
possible for us to solve our clients’ biggest challenges, deliver revenue growth, and tie our business success
directly to their outcomes.
TeleTech Today
$5 BILLIONis the amount of client revenue driven annually
We base everything we do on a
philosophy that ultimately transforms
our clients’ business with extraordinary
people, solutions, and technology.
Our philosophy ensures continuous
program improvements and engaging
brand experiences. This means that
clients experience a decrease in costs
to target, acquire, grow, serve, and retain
customers. Revenue and customer
satisfaction increase. And, our focus
on performance-based outcomes helps
guarantee results by aligning objectives.
Customer Experience
Complete Customer Experience Life Cycle Solutions
Learning Innovation: Leading-edge tools that engage today's learners
Enterprise Innovation: Back-office processes that fully support customer interactions
Customer Innovation: People and processes for exceptional customer experiences
Professional Services: Strategic insight and customer experience design delivered by industry leader, Peppers & Rogers Group
Technology Innovation: Cloud, on-premise and hybrid contact center technologies
Revenue Generation: Marketing services and multichannel demand generation
Design
Enable
Ser
ve
Ret
ain
Grow Acquire Target
Complete Customer Experience Life Cycle Solutions
Since 1982, TeleTech has focused its business on progressively developing strategic business solutions
for every stage of the customer experience life cycle. TeleTech’s innovation in integrating customer and
enterprise management solutions —coupled with world-class employees, partners, and clients—has resulted
in comprehensive offerings that include strategies, technologies, and talent. These end-to-end customer
experience solutions will continue to position TeleTech as the go-to partner for Global 1000 companies.
Strategies, Technologies and Talent for the Entire Customer Experience Life Cycle
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS 5
TeleTech offers the best overall value in the business process outsourcing (BPO) industry by focusing on
developing long-standing, mutually successful partnerships. This approach enables us to commit financially
to leading companies that engage us to help solve their most daunting customer management or enterprise
challenges with speed and innovation. Our solutions include:
Revenue Generation – TeleTech’s
Revenue Generation solutions deliver
more than $5 billion in annual revenue
for clients via a comprehensive suite
of integrated offerings designed to
grow existing revenue, retain valuable
customers, and target new markets
for additional growth. TeleTech designs
and manages thousands of client-
branded e-commerce websites which
help implement sophisticated customer
targeting and segmentation strategies to
optimize the revenue potential in every
customer interaction.
Customer Innovation – TeleTech’s
Customer Innovation solutions are
specifically tailored to improve each
customer’s end-to-end experience,
helping to build brand loyalty and drive
the highest levels of satisfaction across
all customer interaction channels in
traditional and emerging media. The
end result? Lengthier, more profitable
customer relationships for your business.
Technology Innovation – Delivered
through eLoyalty, a TeleTech company,
Technology Innovation offers software
and infrastructure on a cloud, on-premise,
or hybrid basis to implement an
end-to-end, multichannel customer
management capability that facilitates
interaction with customers across all
touchpoints on a global scale with lower
costs and reduced risk. Our technology
delivery method supports on-premise
hardware and software, cloud-based
solutions, and hybrid environments to
move customer service operations to
anywhere in the world, at any time.
We base everything we do on
a philosophy that ultimately
transforms our clients’ business
with extraordinary people,
solutions, and technology.
Right Solutions. Right Time.
6Corporate overview
Enterprise Innovation – TeleTech’s
Enterprise Innovation solutions involve
the redesign of front- and back-office
processes to significantly advance
your abilitiy to obtain a customer-
centric view of your relationships and
to capitalize on greater up-sell and/or
cross-sell opportunities while optimizing
the customer experience. We drastically
improve efficiency by applying proven
expertise, global staffing, and
management resources to a
company’s business processes.
Learning Innovation – TeleTech’s
Learning Innovation solutions increase
speed to proficiency as well as reduce
learning curves and training expenses.
In addition, TeleTech utilizes a blended
methodology which includes virtual
job-simulation environments, eLearning
courses, interactive social media
networking and collaboration, as well
as intuitive 3D and game-based
learning courses.
Professional Services – TeleTech’s
consultants deliver innovative and
high-quality customer-centric solutions
that drive enhanced market share,
increased revenue, improved customer
segmentation strategies, actionable
data analytics and optimized business
processes and operations.
Fast Facts
• TeleTech has over 250,000 users on client-
branded e-commerce websites for simplified
customer transactions
• 3.5 million customer interactions per day
across the globe
• Our Learning Innovation team averages
8.5 million learning hours per year
CustomerInnovation
EnterpriseInnovation
RevenueGeneration
LearningInnovation
TechnologyLearningInnovation
ProfessionalServicesInnovation
NoRTh AmERICA Corporate headquarters9197 South Peoria Street Englewood, Colorado 80112-5833 United States Phone: 1.800.TELETECH or +1.303.397.8100 (outside the U.S.) Fax: +1.303.397.8199E-mail: [email protected]
LATIN AmERICA Argentina Chacabuco 175 C1069AAC - Buenos Aires Argentina Phone: + 54 11 4121 7800Fax: + 54 11 4131 7007E-mail: [email protected]
Brazil Av. Maria Coelho Aguiar, 215 Bloco A – 7º andar Sao Paulo, SP, 05805-000 Brazil Phone: + 55 11 3747 7967Fax: + 55 11 3747 7764E-mail: [email protected]
Costa RicaZona Franca del Este San Gabriel de Calle Blancos San Jose Costa Rica Phone: + 506 2507 5829Fax: + 506 2223 0081E-mail: [email protected]
mexico Plaza de la Republica num. 43 Col. Tabacalera Mexico City, Mexico D.F., C.P. 06600 Mexico Phone: + 52 55 9140 5337Fax: + 52 55 5566 5300E-mail: [email protected]
ASIA-PACIFIC ANd SouThEAST ASIA
Australia 154 Pacific Highway St. Leonards NSW 2065 Australia Phone: + 61 2 9844 1100Fax: + 61 2 9930 1630E-mail: [email protected]
New Zealand TeleTech New Zealand Level 1, 111 Carlton Gore Rd. New Market, Auckland New Zealand Phone: + 64 9 539 4170Fax: + 64 9 539 4107E-mail: [email protected]
Philippines4th Floor, Bldg H. UP Ayala Technohub, Commonwealth Quezon City, 02501 Philippines Phone: + 63 2 9027200Fax: + 63 2 5529789E-mail: [email protected]
EuRoPE, mIddLE EAST, ANd AFRICA 81-85 Duncairn Gardens Belfast BT15 2GQ United Kingdom M4 3AQ Phone: + 44 28 9057 5000E-mail: [email protected]
www.teletech.com
©2012 TeleTech Holdings, Inc. All rights reserved.